This position leads University Housing outreach and customer service efforts and coordinates communications and assessment marketing to support student recruitment, retention, and a high-quality student/family experience. In close collaboration with Student Life Communications, the role co-develops and implements department-wide messaging and communication plans for major Housing processes, contributes to social media and email strategy and performance metrics, and ensures brand-aligned content.
The position also establishes service standards and case-management procedures for tracking and resolving concerns, supervises staff supporting tours/customer service/content, and manages the annual marketing budget including vendor oversight.
Customer Service: The role develops and implements University Housing recruitment and retention strategies. In collaboration with Student Life Communications, it supports planning and execution for major housing processes by coordinating scalable, student-centered communication and content strategies aligned with division strategy. The position also strengthens cross-unit collaboration and data-sharing, sets service standards for prospective student tours, and markets assessment efforts to communicate program impact.
Communication: In close collaboration with Student Life Communications, this role serves as the primary liaison for University Housing, supporting the alignment of departmental messaging with divisional communication strategy. The position coordinates the implementation and assessment of communication plans, contributes to social media and email content development, and facilitates the review of externally facing content to ensure consistency with division and institutional standards.
Supervision and Financial: The role co-develops and manages University Housing’s annual marketing budget. It also designs staffing structures and directly supervises three full-time staff and student employees. Additionally, the position directs front desk operations and implements strategies to expand service capacity during peak-volume periods to improve responsiveness and service quality.